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Diegem, 05/05/2003 - Selligent, a leading supplier of CRM (Customer Relationship Management) solutions offering a fast return on investment (ROI), has announced that Siemens EIT has now successfully implemented its Customer Care module to optimise its call centre’s operations. Siemens EIT (Energy Industry Transport) is the Siemens division that specialises in total industrial solutions, primarily industrial automation systems and networks, visualisation systems and drives. The EIT division has already been using Selligent’s Marketing and Sales modules for some years now, and expects that the new investment in the Customer Care module will pay back very quickly – as a result of its lower operating cost, for one thing.

Siemens EIT has been using Selligent for marketing (e.g. segmentation and selection), operational CRM (including planning sales visits and preparing quotations) and analytical CRM (which is required to calculate costs and sales per segment) since 1995. All these tasks work from the same extensive database of customers and prospects.

In the meantime, the division had become dissatisfied with the operation of its call centre. It was regularly overloaded and pretty expensive to operate. In addition, the call centre agents were using a different CRM database from the Siemens EIT sales and marketing staff, making a correct and direct flow of information to all relevant people throughout the business impossible.

Because of its many software opportunities for integration, Siemens EIT decided in 2002 to install the Selligent Customer Care module in its call centre. This module, which uses the same central database as the existing CRM modules, was combined with Hipath Procenter, Siemens’ CTI solution. CTI stands for Computer Telephony Integration, which plays a vital role in the interaction between Selligent’s CRM system and the telephone system. For example, the caller’s details appear directly on screen and the system switches specific calls through immediately to the authorised call centre agent. The software also ensures that a call centre agent who picks up the phone immediately has the customer’s entire information and full history on his screen. If the agent does not have the competence to answer very detailed questions, he can put the call through to another specialist who can also immediately call up all the information about the previous call. That saves a lot of time, and customers receive help faster and more effectively. And that is an important factor in increasing customer satisfaction.
Selligent also records which customers from what industries call how regularly, and what the calls are about. On the basis of analyses by the CRM application, adjustments can be made if necessary, which has a positive impact on ROI.

Selligent’s integrated CRM application now forms the basis of all Siemens EIT’s sales, marketing and call centre activities. 350 employees in sales and marketing, including the call centre, now have access to the same database.

“After all, CRM has to be a tool for the whole organisation”, says Chris Pirenne, IT manager at Siemens EIT. “Siemens EIT is aiming to develop the CRM environment even further into an integrated unit of people, systems and organisation. And precisely the integration options are an important Selligent advantage.'

In future, Siemens EIT may possibly expand the Selligent system even further - it is interested in the web version of Selligent, for instance.

NOTE TO EDITORS

About Siemens EIT

Siemens EIT (Energy Industry Transport) is the Siemens division specialising in total industrial solutions, primarily industrial automation systems and networks, visualisation systems and drives. Its customers include companies from the chemical, steel and paper industries, but also small industrial SMEs.
Siemens EIT is also an active player in rolling stock: trains, passenger coaches, locomotives and tramcars. The electrification of lines, air conditioning of rolling stock and signalling systems for public transport are further business areas. In addition, EIT is at the top of the field in power generation by gas-fired power plants and co-generation plants, energy transport and distribution and in energy management. The EIT division has branch offices in Huizingen, Zwijndrecht and Luxembourg, employs 800 people and posted revenues of EUR 340 million in 2002. For further information, visit www.siemens.be.

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About Selligent
Selligent is an international company specialising in high-performance sales, marketing and customer service solutions.
The success encountered by the Selligent solutions amongst their users can be attributed to appropriate customer coaching during implementation and to the extremely flexible configuration features of the advanced web technology used. These two components guarantee a quick return on investment (ROI), a high user adoption rate and a reduced total cost of ownership (TCO).
As a consequence, Selligent has achieved a customer retention rate, which has been the highest in the CRM industry.

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